Customer Success Architect

Summary

Join KnowBe4 as a Customer Success Architect and become a key member of our team, providing strategic technical guidance to ensure our enterprise and strategic customers achieve maximum value from our platform. You will collaborate with Customer Success Managers and internal teams, designing and optimizing customer solutions. Responsibilities include serving as a technical expert, leading technical discovery sessions, providing hands-on support, conducting technical reviews, and advocating for customer needs. This role requires a strong technical background, experience in customer success or solutions architecture, and excellent communication skills. KnowBe4 offers a fantastic benefits package including company-wide bonuses, employee referral bonuses, adoption assistance, tuition and certification reimbursements, and a relaxed dress code.

Requirements

• 2+ years of experience in Customer Success, Solutions Architecture, or Professional Services roles, preferably within a SaaS environment
• Strong technical background with expertise in [relevant technologies, e.g., APIs, cloud platforms, security solutions, etc.]
• Experience in leading workshops, facilitating meetings, and driving executive alignment
• Proven ability to architect and deploy enterprise-level solutions
• Excellent communication and presentation skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies and sales methodologies
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Customer-focused mindset with a passion for enabling customer success
• Strong problem-solving skills
• Excellent verbal and written communications
• Highly organized and result-oriented
• Excellent time management and organization skills
• Can demonstrate technical troubleshooting and analysis ability
• Can demonstrate integrity, accountability, respect and commitment
• Self-starter with the ability to manage multiple priorities and projects simultaneously
• Strong collaborative and team work skills
• Ability to work with minimal supervision
• Ability to build rapport with customers via phone, email and video conferencing

Responsibilities

• Serve as the technical expert and trusted advisor to customers throughout their lifecycle
• Collaborate with CSMs to understand customer goals and develop tailored solution architectures
• Lead technical discovery sessions to identify customer requirements and map them to platform capabilities
• Assist with onboarding, implementation, and optimization of the platform, ensuring successful adoption
• Provide hands-on technical support, troubleshooting, and guidance on best practices
• Conduct regular technical reviews and health checks to ensure customers are maximizing the platform's potential
• Advocate for customer needs by collaborating with Product, Engineering, and Support teams
• Develop and deliver training materials, documentation, and knowledge base articles to support customer enablement
• Stay updated on product enhancements and industry trends to provide customers with cutting-edge solutions

Preferred Qualifications

Experience with customer success platforms (e.g., Gainsight, ChurnZero) is a plus

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Relaxed dress code